Amdocs has deployed its agentic AI-powered customer service solution, Store Genie, at PLDT Home, the wireline and broadband division of PLDT Inc. in the Philippines. The deployment builds on the earlier rollout at Smart Communications, PLDT's wireless subsidiary, and now serves over 750 frontline agents across 149 locations for both companies. Powered by Amdocs' aOS and Amazon Bedrock AgentCore, Store Genie orchestrates multiple AI agents to handle billing, provisioning, network, and payment workflows, reducing customer resolution time by up to 98% at PLDT Home. New broadband-specific use cases have cut order inquiry time from 10 hours to two minutes, OTT subscription activation from 12 hours to two minutes, and service request cancellation from five hours to two minutes. Since its Smart deployment in March, the solution has avoided over 61,000 hours of customer wait time, resolved more than 44,000 inquiries through AI agents, increased frontline productivity by 25%, and reduced escalation tickets by 50% across both operations.
Amdocs deployed its AI solution at PLDT Home, expanding use and demonstrating product adoption
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